4.4 Deliver service to customer (10218)
4.4.1 Confirm specific service requirements for individual
customer (10320)
4.4.2 Identify and schedule resources to meet service
requirements (10321)
4.4.3 Provide service to specific customers (10322)
4.4.4 Ensure quality of service (10323)
Narrative
Customer calls to order a service. Employee asks the customer for his/her address and type of service needed. Customer provides the employee address and type of service needed. Employee inputs information into system. System accesses database to validate availability of specific service. If specific service is not available system displays alternative services on screen for employee to offer customer. If specific service is available system will display valid status on the employee's display screen.
Employee will ask the customer for additional demographic information. Customer provides demographic information. Employee enters demographic information into the system. The system will store information. Employee will ask customer for payment information (major credit card). Customer provides payment information. Employee enters payment information into system. System validates payment information. If invalid, system displays invalid message and employee requests alternative payment methods. If valid, the employee will ask if there are any special circumstances in order to provide service. Customer informs employee of any special circumstances. Employee inputs the customer's response into special service screen. System searches service database and displays times available for service to be provided. The employee informs customer of available times. The customer selects a time and the employee inputs the time selected into the system, placing a block on that time.
System displays verification number, date and time reserved. Employee relays date and time reserved to customer. This receipt of services is also sent to the department manager, so he/she can schedule employee and necessary resources to provide the service during scheduled time.
Service is provided to customer on chosen date and time. Employee enters into system that service was provided. System notifies employee to do a follow up survey call. Employee calls customer. Customer completes survey. Employee enters information into system. Finally, system stores information gathered from survey.
Table of Contents
Brief Description:
4.4 Deliver service to customer (10218)4.4.1 Confirm specific service requirements for individual
customer (10320)
4.4.2 Identify and schedule resources to meet service
requirements (10321)
4.4.3 Provide service to specific customers (10322)
4.4.4 Ensure quality of service (10323)
Narrative
Customer calls to order a service. Employee asks the customer for his/her address and type of service needed. Customer provides the employee address and type of service needed. Employee inputs information into system. System accesses database to validate availability of specific service. If specific service is not available system displays alternative services on screen for employee to offer customer. If specific service is available system will display valid status on the employee's display screen.Employee will ask the customer for additional demographic information. Customer provides demographic information. Employee enters demographic information into the system. The system will store information. Employee will ask customer for payment information (major credit card). Customer provides payment information. Employee enters payment information into system. System validates payment information. If invalid, system displays invalid message and employee requests alternative payment methods. If valid, the employee will ask if there are any special circumstances in order to provide service. Customer informs employee of any special circumstances. Employee inputs the customer's response into special service screen. System searches service database and displays times available for service to be provided. The employee informs customer of available times. The customer selects a time and the employee inputs the time selected into the system, placing a block on that time.
System displays verification number, date and time reserved. Employee relays date and time reserved to customer. This receipt of services is also sent to the department manager, so he/she can schedule employee and necessary resources to provide the service during scheduled time.
Service is provided to customer on chosen date and time. Employee enters into system that service was provided. System notifies employee to do a follow up survey call. Employee calls customer. Customer completes survey. Employee enters information into system. Finally, system stores information gathered from survey.
E&A Table
Models